Sky Stream numerous issues

[Tippster]

So I'm after purchasing that Sky gave me broadband that was adequate enough to fully run the system & they are the ones that have told me this, after purchasing!

But things had been working okay, not great but it was usable but now I'm having constant issues, from watching Sky Sports/TNT Sports & having live events jump back about a second very regularly & never seemingly jumping back forwards again so that I'm actually watching the live events!

It's happened during virtually all live events.

Then today, while watching something on my playlist (I have no idea if that should make any difference?), after a few seconds of watching the programme the picture shrinks to the smallest size, I have tried turning the puck on & off, I have tried to see if the settings are somehow messed up but none of that has worked!

For the record, I have watched many episodes of this programme & never had an issue & I watched numerous other programmes today & not had the issue with anything else!

Anybody have any idea what the issues could be because at this stage I'm starting to lose patience with the entire system!

Thanks in advance 

Nick

[Tippster]

That'll teach me to proof read, even the autocorrect on this makes absolutely no sense!!

The first few words should say "After purchasing I became aware that my broadband wasn't adequate enough to run the system"

[CoffeeDrinker]

Hi @Tippster 

Could you let us know what your broadband line speed is? And do you know which Sky hub/router you have?

Sky Stream/Glass remmends 25Mb/s for a single HD stream, 30Mb/s for a 4K/UHD single and faster still for watching Sky Stream on multiple TVs/devices. Note that these speeds are required to the device, so if your broadband speed is on the borderline but the WiFi speed to the Sky Stream box or Glass TV is less than the above recommendation, you'll likely have issues.

It's also worth bearing in mind that Sky Stream/Glass needs a rock solid WiFi connection, ideally from a WiFi 6 router. Other devices in use on the WiFi network and using the broadband connection can/will also affect streaming reliability - laptops, tablets, smartphones, games consoles etc love to chatter on the network and can create congestion and/or absorb broadband bandwidth. 

[Tippster]

Hi @CoffeeDrinker 

My speeds just after installation were as so 

Netflix suggests I'm getting 16.95mbps.

When checking the 'My Sky' App, it tells me I'm getting 25.6mb/s.

My contract says I should be getting this.....

Download speeds: Normally Available: 33.8Mbps; Max: 33.8Mbps; Min: 25.3Mbps

Upload speeds: Normally Available: 5.9Mbps; Max: 6.0Mbps; Min: 4.0Mbps

I was told previously to run a speed check through Netflix as that would give me the actual speeds I'm getting. My hub is 'Sky Hub 4.2'

I've only had the system since July & it's mainly for sport, I don't have cinema or anything like that.

And I live alone in a one bedroom bungalow & I have one puck in the bedroom & one in the living room but neither are in use at the same time, I don't use any smart devices other than my phone, I really am using minimum WiFi.

As I said previously, it wasn't until after I'd installed the system & then contacted customer services because I was having issues that they told me straight away that I basically shouldn't have been given the system as the broadband was never going to be quick enough!

my compensation for this was £28 in Sky Store vouchers!

I left Virgin for this as I was having issues with Virgin & when I originally contacted Sky, it was about me having Q again (which I had about 5 years previous) but it wasn't & it wasn't until we were going through all the fine print that the salesperson finally mentioned it was for Sky Stream, which I had never heard of before!

They've clearly sold the system on just getting my money & even the customer service representative I spoke to after installation said that she was annoyed that their sales teams were still doing this!

It's been bearable for the most part until the last few weeks where I've had the issues I've mentioned about sporting events rewinding for about a second but that happens quite a few times throughout an event & then today having the issue with small screen.

I checked all the settings (which I hadn't messed about with anyway), I tried updating the box numerous times & that didn't solve it & I even checked the puck in the bedroom & that had the same issue!

I have since watched a few programmes with no issue & then gone back to the problem programme & it still persists just on that one show!

It's just massively frustrating, I have checked if I could get better broadband speed elsewhere & it doesn't look like it, so it's pointless looking to go elsewhere & the thing being is that live in Bristol, it's a fairly big city, so it's not like I live in the countryside.

I was just hoping that maybe someone had been experiencing similar & that they could maybe give me an answer as to how to solve the issues as I've given up with customer services as their as much use as my dog when it comes to giving me technical advice!

Yes, I've tried switching it off & on again 😂

Thanks for your response.

[MarkGoldsmith]

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@Tippster wrote:

Hi @CoffeeDrinker 

My speeds just after installation were as so 

Netflix suggests I'm getting 16.95mbps.

When checking the 'My Sky' App, it tells me I'm getting 25.6mb/s.

My contract says I should be getting this.....

Download speeds: Normally Available: 33.8Mbps; Max: 33.8Mbps; Min: 25.3Mbps

Upload speeds: Normally Available: 5.9Mbps; Max: 6.0Mbps; Min: 4.0Mbps

I was told previously to run a speed check through Netflix as that would give me the actual speeds I'm getting. My hub is 'Sky Hub 4.2'

I've only had the system since July & it's mainly for sport, I don't have cinema or anything like that.

And I live alone in a one bedroom bungalow & I have one puck in the bedroom & one in the living room but neither are in use at the same time, I don't use any smart devices other than my phone, I really am using minimum WiFi.

As I said previously, it wasn't until after I'd installed the system & then contacted customer services because I was having issues that they told me straight away that I basically shouldn't have been given the system as the broadband was never going to be quick enough!

my compensation for this was £28 in Sky Store vouchers!

I left Virgin for this as I was having issues with Virgin & when I originally contacted Sky, it was about me having Q again (which I had about 5 years previous) but it wasn't & it wasn't until we were going through all the fine print that the salesperson finally mentioned it was for Sky Stream, which I had never heard of before!

They've clearly sold the system on just getting my money & even the customer service representative I spoke to after installation said that she was annoyed that their sales teams were still doing this!

It's been bearable for the most part until the last few weeks where I've had the issues I've mentioned about sporting events rewinding for about a second but that happens quite a few times throughout an event & then today having the issue with small screen.

I checked all the settings (which I hadn't messed about with anyway), I tried updating the box numerous times & that didn't solve it & I even checked the puck in the bedroom & that had the same issue!

I have since watched a few programmes with no issue & then gone back to the problem programme & it still persists just on that one show!

It's just massively frustrating, I have checked if I could get better broadband speed elsewhere & it doesn't look like it, so it's pointless looking to go elsewhere & the thing being is that live in Bristol, it's a fairly big city, so it's not like I live in the countryside.

I was just hoping that maybe someone had been experiencing similar & that they could maybe give me an answer as to how to solve the issues as I've given up with customer services as their as much use as my dog when it comes to giving me technical advice!

Yes, I've tried switching it off & on again 😂

Thanks for your response.

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Your broadband speed is the issue. If you are only getting 25-30 Mbps thats borderline the minimum requirement for the sky streaming platform, and is less than the minimum if you are watching in UHD.

[Tippster]

Yeah, as I was made aware by a Sky customer service representative AFTER they'd sold me my 'deal' & I'd installed it!

As some of these issues are newer issues, I wasn't sure if I was to still blame my broadband speeds or whether there were further issues with the actual service provided.

So far, I think it's fair to say that this system hasn't worked anywhere near as well as I was expecting it too when sold it!

But hey, what would Sky care, as long as their getting my money, that's all that matters right?

[BenJoBanjo]

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@Tippster wrote:

Yeah, as I was made aware by a Sky customer service representative AFTER they'd sold me my 'deal' & I'd installed it!

As some of these issues are newer issues, I wasn't sure if I was to still blame my broadband speeds or whether there were further issues with the actual service provided.

So far, I think it's fair to say that this system hasn't worked anywhere near as well as I was expecting it too when sold it!

But hey, what would Sky care, as long as their getting my money, that's all that matters right?

---

Cancel it. There's no point paying for a service you will struggle to use without a significantly better broadband connection. Sky will release customers from long term contracts if they cannot get the service to function as advertised. 
If you want Sky programming then get it via the NOW app instead - it requires much less bandwidth as it streams via an app.